44 min
48. #XLA - Refinitiv's IT Service Transformation - From SLAs to XLAs The IT Experience Podcast
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- Business
In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations.
Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience.
Refinitiv has started a journey of employee happiness (with IT support), they are witnessing great results and have huge ambition to make things better still.
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Topics Covered in this episode:
Break down some of the IT Support/business walls
Understand how employees really feel and what can be done to make things better
Improve relationships with employees and service providers
Plus, Read our The Practical Guide to XLAs.
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Refinitiv
Refinitiv provides information, insights and technology that drives innovation and performance in global financial markets, serving more than 40,000 institutions in approximately 190 countries.
Contact information:
Mark Bewick:
mark.bewick@refinitiv.com
Neville Hughes:
neville.hughes@refinitiv.com
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About HappySignals
HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.
------------------------------------------------
Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
In this episode, Pasi is joined by Refinitiv's Director of Service Improvement, Mark Bewick, and Head of Service Management, Neville Hughes, discussing how Refinitiv changed their approach to implement experience led IT operations.
Refinitiv embarked on the journey to investigate and redefine their IT service. The journey unearthed common pain points, the “3 main ingredients of employee happiness” and confirmation that traditional metrics need “help” to consider employee experience.
Refinitiv has started a journey of employee happiness (with IT support), they are witnessing great results and have huge ambition to make things better still.
-----------------------------------------------
Topics Covered in this episode:
Break down some of the IT Support/business walls
Understand how employees really feel and what can be done to make things better
Improve relationships with employees and service providers
Plus, Read our The Practical Guide to XLAs.
-------------------------------------------------
Refinitiv
Refinitiv provides information, insights and technology that drives innovation and performance in global financial markets, serving more than 40,000 institutions in approximately 190 countries.
Contact information:
Mark Bewick:
mark.bewick@refinitiv.com
Neville Hughes:
neville.hughes@refinitiv.com
-------------------------------------------------
About HappySignals
HappySignals is an Employee Experience Management platform for IT that makes experience data visible, understandable, and connected to operational data in IT, enabling enterprises to change their culture to be more open, outcome-focused, and data-driven.
Established in 2014 and based in Helsinki, Finland, HappySignals discovers the experiences of over 2 million employees in 130 countries. Our customers have been able to make employees happier and increase productivity by 26% on average.
------------------------------------------------
Keep in contact
Facebook: https://www.facebook.com/HappySignalsLtd
LinkedIn: https://www.linkedin.com/company/happysignals/
Twitter: @HappySignalsLtd
44 min